In this article you’ll find:
What are reviews?
A review refers to feedback left by a customer about their visit to the salon. The system automatically sends a notification and an email to the customer requesting a review after the service has been completed and paid for. Customers can rate the salon on a scale of 1 to 5 stars. They can also leave written feedback and attach up to two photos. Reviews appear on the salon’s online booking page, the Marketplace, and in the booksalon app. Reviews are important, positive feedback can help attract new clients!
Note! Reviews only become visible once the salon has received at least 10 reviews.
Review settings
Reviews are automatically enabled for all new PRO salons. You can find review settings in the system by:
Click Settings
Clicking Review Settings
Enable reviews
Choose whether reviews are enabled for your salon.
Show reviews in the salon online booking widget
You can choose to hide reviews from the salon’s own booking site. However, they will still be visible in the Marketplace and the booksalon app.
Do not ask customer reviews from bookings served by Trainee
Disable review requests for staff with a “trainee” role.
Request a review
Send review requests via email and push notifications
You can disable these requests. Customers can still leave a review (e.g., via the app), but they won’t receive a separate notification.
Send review reminders when booking was made from the widget
If disabled, customers who booked directly through your site won’t receive a review request. Requests will still be sent to those who booked via the Marketplace or the app.
Send review request notifications to the client if no review from client was given in the past "X" months
Set how often the system should request reviews based on the customer’s previous response.
Viewing reviews
The Reviews tab provides a summary of your salon’s reviews.
Salon's overall rating
Shows the salon’s average score and how many reviews it’s based on.
Rating details
Indicates the amount of reviews that include text and those with attached images.
Replied reviews
Shows how many reviews have received a reply from your salon.
Rating distribution
Shows how ratings are distributed across the scale, in numbers and percentages.
You can sort and filter reviews using the “Sort” and “Filter” options.
Managing reviews
The reviews are displayed in a list under the Reviews tab. On the right side of each review, there is a three-dot icon that allows you to view more details and manage the review.
When you click the three-dot icon, you can perform the following actions:
Reply*
Show details
Open client card
Hide*
Note! Only the salon owner and users authorized by the owner can hide or reply to reviews.
The owner can grant permission to manage reviews as follows:
Click the three-dot icon in the top right corner.
The owner can select which users have the right to manage reviews (e.g., hide or reply).
Only users with the roles of employee or entrepreneur can be selected.
Users with the roles of owner or admin automatically have review management rights.
Users with the role of accountant will not appear in the list.
Responding to a review
By clicking "Reply", you can write a response to the review. We recommend replying to all reviews left by customers. Don’t forget to click "Save" at the end. The customer will receive an email notification about your response.
The reply you write will appear below the review submitted by the customer.
Show details
By clicking "Show details", you can view the review in more detail.
The review details show: When the review was submitted, the customer's name, the star rating given by the customer, the employee involved, the booking date, the service, the written feedback from the customer, any response written by the salon.
Show customer card
By clicking "Show customer card", you can open the customer's card.
The customer card opens in the customer's history view.
Hiding a review
If you wish, you can hide specific reviews from public view. This is done by clicking "Hide". The user who submitted the review will still see their own review, even if it has been hidden. Hidden reviews still contribute to the salon's overall rating.
A hidden review turns gray and is labeled "Hidden".
Reviews from the customer’s perspective
Below is an example of how reviews appear in the salon’s own online booking system. Customer reviews can be read by clicking directly on the review.
In the Marketplace and the app, reviews are listed under the "Reviews" section.
Reviews show the star rating and the customer feedback. Under each review you can view who was the employee and what service was provided.
How can a customer leave a review?
The customer receives an email and a phone notification about leaving a review.
The phone notification is sent if the customer has the booksalon app installed.
If the customer booked multiple services using a combined booking, they will receive a separate review request for each service.
Example of what the email looks like:
Example of what the notification looks like via the app:
When the customer opens the notification, they first get to rate the salon on a scale of 1–5 stars. They can also view the booking details by clicking "View booking details".
After rating the salon, the customer can give written feedback about their visit.
They can also attach up to two images to the review. Finally, the review can be submitted by clicking the "Submit review" button.
